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We recommend that the OMS establish and implement annual customer service training for all OMS staff that have direct communication with applicants. Customer service training should emphasize the importance of coaching applicants through the Medical Clearance System.
We recommend that the Pre-Service Unit develop a Nurse Line email address that can be checked by screening assistants and forwarded onto the proper screening nurse as an alternative to the Nurse Line.
We recommend that the Pre-Service Unit staff log and discuss applicant complaints.
We recommend that the Pre-Service Unit institute quality controls to ensure contact information is not missing from the letter in the Medical Kit.
We recommend that OMS conduct a staffing analysis to determine whether the number of screening nurses currently on staff is adequate.